Beschreibung
Cloud Services CC Technical Support Service Engineer
Manning Global's Client is the world's largest telecommunication vendor, serving one third of the world's population in 170 countries. Dedicated to innovation and continuously pushing the boundaries of ICT, they are developing networks, solutions and devices to connect systems, businesses, cities, societies and people around the globe. We are currently recruiting for a Cloud Services CC Technical Support Service Engineer to join their business in Germany.
Position Title: Cloud Services CC Technical Support Service Engineer
Position Type: Contract
Start Date: November 2015
Location: Germany
Contact: Jo Li |
Responsibilities:
- Act as a focal point for high impact, large account problem resolution. Works on complex problems where analysis of situations require in-depth evaluation and factors. Troubleshoot complex enterprise networks to quickly resolve downtime and outages.
- Manage issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction. Effectively communicate issues to engineers within the support team, and resolutions/work-around to the customer.
- Develop expertise is specific areas (ie technology, product). Transfer this skill in order to mentor colleagues and/or customers via presentations or documentation (technical tips, etc.).
- Create action plans for post-sales projects and support. Provide guidance and leadership to less experienced engineers.
- Maximize customer loyalty and satisfaction with key customer stakeholders by driving value in service delivery
- Proof of Concept (PoC) test activities
- Technical problem resolution skills for large accounts
- Take ownership of customer issues reported and see problems through to resolution
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Going to customer site or working with field engineers on critical issues
- Provide prompt and accurate feedback to customers
- Ensure proper recording and closure of all issues
- Prepare accurate and timely reports
- Document knowledge in the form of knowledge base tech notes and articles
- Participate in the delivery and implementation of solutions for customers
- Advising customers and prospective customers about the features and capabilities.
- Developing customer-facing documentation.
- Communicating customer needs and wishes to our development and engineering staff.
- Logging and keeping records of customer queries
- Updating self-help documents for customers/colleagues
Qualifications/Skills Required:
- Bachelor of Science (BS) degree in Information Technology, Computer Science Engineering, or equivalent
- Fluent in German and English
- 5-8 years experience in ICT network technical support for enterprise customers; Cloud Services experience a plus.
- Proven working experience in enterprise technical support area for IT vendors or service providers.
- Prior experience with International/Global customers with world-wide operations.
- Proven crisis management skills. Strong analytical, problem solving and organizational skills.
- Customer centric point of view with excellent customer-facing skills
- Proven working experience in enterprise technical support with examples of strong problem-solving skills
- A strong technical background to address both operational and tactical issues, and able to explain complex information in simple, clear terms to a non-IT personnel.
- An ability to assess each customer/employees IT knowledge levels
- ICT Networking Professional level certifications (eg HCNP, CCNP, etc); Expert certification highly desired.
- IT standards/framework certifications (eg ITIL, eTOM) are a plus.
- Professional Knowledge in ICT Networking, Cloud Services/Trends, Managed Services, System Integration
- Professional Skills in LAN/WLAN design, configuration and support, Server & Storage configuration, Basic knowledge of Unix/Linux systems, utilities and Scripting
Please submit your CV quoting reference: MGCloudTSE - 6287 or call Jo
If you know of anyone within your network who may also be interested in this position, we highly appreciate you forwarding this position to them.
Please note:
1. That we do all we can to respond to your application but if we have not contacted you within 2 business days following your application, it is likely we are not able to consider your application for this position.
2. We cannot consider your application for this position if you are currently working for our client. Your application can only be considered if you have written confirmation you are leaving your current position.